topic Re: New customer being lied too in Broadband

New customer being lied too

Spark232 — Mon, 22 Aug 2022 09:06:09 GMT

Hello. I have recently moved to TalkTalk fibre because they where offering incredible value broadband and I could get higher speeds for the same price as my old broadband. I am honestly shocked at how I am being treated currently. My activation date is today and I don't have my router. Which is fine. It happens. The problem is That I messaged them on Wednesday as I was concerned I didn't get any email or anything saying that the router was on the way even though I ordered it the week prior. I was told that it is on it's way and it would be in 3-5 days. I also discovered through this conversation that my engineer appointment was the wrong date from my email which again is fine it's just I wouldn't have known had I not got in contact with them which is concerning. So the next day I was having a think and thought I should maybe call instead as it would be better to talk directly to someone. I sat on the phone for 38 minutes before I got through to someone and they just hung up on me instantly after I told them I was inquiring about where my router was. So I called again and waited another half hour and this time I didn't get hung up on and was told that all the information that I was told in webchat was correct. So I left it until Saturday and thought I would message them asking for a status update where I was told that it still hadn't been sent out and I would have to wait 2-5 days. I have now just messaged them again because my old internet has been cut as this is the go live date where I have been told that the router STILL hasn't been sent out and I will get it in 3-5 days. This is the biggest Joke I have ever had to deal with from any service provider before. What is going on? What do I do if I message at the end of the week and it STILL hasn't been sent out? Why should I believe them this time that it has been sent out? Why did I get lied to in the first place 3 times?

Re: New customer being lied too

Anonymous — Mon, 22 Aug 2022 10:39:47 GMT

Hello,

Have you been provided with a FTTP order number please? If so then please can you add this to the Private Notes section of your Community Profile.

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: New customer being lied too

Spark232 — Mon, 22 Aug 2022 17:59:33 GMT

Updated!

Re: New customer being lied too

Skynet_TX — Mon, 22 Aug 2022 19:08:32 GMT

Hi @Spark232,

The support team here will be back in the morning, and will hopefully be able to get you some answers and get this sorted out.

Re: New customer being lied too

Spark232 — Mon, 22 Aug 2022 19:10:18 GMT

No problem. Thanks for letting me know.

Re: New customer being lied too

SpudNice — Mon, 22 Aug 2022 19:26:02 GMT

Stay away talk scam are the worst isp i have ever been with.

Use anyone but them.

Re: New customer being lied too

Chris-TalkTalk — Tue, 23 Aug 2022 09:11:49 GMT

Hi Spark232,

Thanks for updating your profile. I've checked and our systems show that the router was dispatched yesterday so you should receive it either today or tomorrow, apologies for any confusion

Chris